Inside Customer Success Representative (Dallas, TX)

McGraw Hill LLC. • DeSoto, TX

6h • Remote

About The Position

McGraw Hill's Higher Education team is seeking an Inside Customer Success Representative to build relationships with educators and learners and help them achieve their goals. The representative serves as the primary point of contact for customers throughout their lifecycle and acts as a trusted advisor to faculty at higher education institutions. The role focuses on understanding customer goals, challenges, and service needs to drive product adoption and retention.

The representative partners with Sales Representatives and the Customer Success team to build and manage customer pipelines, track progress through the sales cycle, and grow digital product usage. Success is measured by customer retention, renewal rates, satisfaction, and effective collaboration with the sales team. This is a remote position open to applicants authorized to work for any employer in the United States. Candidates in the Dallas, Texas area are strongly preferred; the role offers up to 10% travel to campuses.

Requirements

• Bachelor's degree.
• 1–2 years of experience in customer success or a similar role related to software implementation.
• Exceptional communication and presentation skills to train and support customers with varying levels of technical confidence and expertise.
• Ability to excel in a remote work environment, with strong communication, organization, and attention to detail.
• Positive attitude, purpose-driven approach, and growth mindset.

Nice To Haves

• Higher education experience.
• Instructional design, teaching, or coaching experience, especially in roles involving customer guidance and support.
• Experience using Salesforce and Gainsight.

Responsibilities

• Develop and maintain in-depth knowledge of McGraw Hill Higher Education digital products, including Connect, SIMnet, GO!, and Sharpen, and how they integrate with Learning Management Systems.
• Share best practices and apply fundamental learning science and instructional design concepts to improve customer outcomes.
• Use Salesforce and Gainsight daily to manage customer pipelines, track progress, measure pipeline velocity, and monitor customer engagements.
• Collaborate with Sales and Customer Success colleagues to assess customer needs, create implementation plans, and use company resources to retain customers and drive new business opportunities.
• Oversee implementation for new and returning customers, positioning them to achieve improved outcomes and have an exceptional experience.
• Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and support tailored to customer goals.
• Respond promptly to customer inquiries and follow up after meetings to support seamless implementation of digital products.
• Troubleshoot and resolve customer issues by researching solutions and collaborating with implementation consultants, sales partners, product teams, and technical support staff.
• Participate in team meetings, strategy calls, and professional development activities to improve skills and contribute to team success.
• Provide customer feedback and ideas to inform the ongoing development of McGraw Hill Higher Education products and services.

Benefits

• Annual bonus plan may be provided as part of the compensation package.
• Medical and/or other benefits may be available depending on the position offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level